A procedure lists, in order, the steps a team takes to complete an action. It tells the team which member does what, and when they do it. Writing a procedure requires a complete understanding of the subject and clear thinking.

Write a title in which the first word ends in "-ing."
The first word in the title should end with "-ing." Such a word will define the action and distinguish it from other actions. Make the title concise so that it explains the action briefly and effectively.

Each procedure should have its own title. Having a procedure with the same title as the policy may help the reader to associate them. However, the policy title may be too broad to accurately describe the actions for a procedure.

Define a "Start" and "End" of the action.
The action must begin with a clear starting signal. This starts the person who takes the first step. The "End" of the action must send an equally clear signal that the team has completed the work in the action. A target of an earlier action may serve as a starting point for the next action or additional actions. Be sure to include the titles of those who will start and end the actions.

Trace the steps from Start to End using present tense verbs.
List action verbs to describe the next step a team member will take in the process of getting to the target.

At this point, the English language gives you a choice. Writing in the second person verb or third person verb. Whichever you decide, the objective is to be consistent. The verb tense sets the tone of the document to be read either as a command or as a matter of fact. Most people prefer to write in the third person.

With the third person "play script" method, you basically list the motivation (condition), then assign an action (verb) to the title of the person who does the action, (the doer). Here are some action verbs commonly used in play script procedures:

• Telephones
• Reports
• Sets
• Prepares
• Troubleshoots
• E-mails
• Routes
• Requests
• Installs
• Solves
• Informs
• Checks
• Maintains
• Consults
• Supplies

Assign responsibility for each action using the title of the person who will carry out the action.
Each present tense verb will need a subject. In a play script procedure, the subject should always be the title of the person responsible for the action stated in the verb (action taker). Use titles or positions rather than names.

Follow these tips:

• Do not repeat the title of the action taker if they remain the same as the action taker in the previous action step.
• If the action passes to one or more other doers and returns to a doer identified earlier, go ahead and repeat the doer's title as needed.
• Always include a "hand off" verb between doers. Make sure that the last action the earlier doer hands off the action to the next doer.
• Let the hand off verb infer that the next doer has received whatever the action is.

If special conditions apply, note these with each step.
There are usually three conditions that may apply. They are:

• Decisions: On the basis of a condition you describe, the doer will decide how to proceed. If -- Then is the special condition you will use most often. It tells the reader to do something only if a certain condition exists or to skip the step if it does not. Another special condition arises when the doer must wait for a specific signal to act. Sample Sentences such as "If_____, then_____" and "When_____ then_____," may serve as a starting point of other actions, but they may also be used inside a series of procedure steps. The "when" tells the reader to proceed only after a specific action(s) happens, and not until it does.
   
• Simultaneous Actions: Instead of just one doer action, two or more team members will act at the same time (often independently). When actions happen simultaneously, the hand off from one action taker to another is not quite clear. Express the action in these cases by using such phrases as "While," "In the meantime," "At the same time" to draw attention. This helps point out that more than one action taker should be acting at once.
   
• Time Limits: Use time limits to tell a doer to start or complete (or perhaps repeat) an action before a stated deadline. As with other conditions, include time limits in the same area.

Number the steps chronologically.
List the actions in chronological order so your reader will find them easy to follow. Use standard Arabic numerals not Roman numerals. The starting step is always step #1.

Indent sub-steps.
This helps the flow of the document.

Skips, Returns, and Exits.
A skip tells the reader to pass over one or more steps that follow. A return sends the reader back to repeat an earlier step. An exit ends the action.

Procedure Layout and Writing Guide:

• Use a standard header to provide clear and useful information at the top of each page.
• Start each procedure on a new page.
• Transfer your notes from the procedure planner to a new page, laid out in the "play script" format.
• Point the reader to any other needed policies, procedure, and task outlines.
• When a special condition will not occur routinely, indent it as a sub step.
• Separate active person with "-OR-" when more than one may act.
• Signal any revision with an asterisk tied to a brief explanation at the bottom of the page.

Check Steps:

• Does each active person's last step forward the action to the next doer?
• Are the steps in parallel form?
• Does one person's action hide within the action of another?
• Does any action step conceal more than one action?
• Does any step state the obvious?
• Are there enough words to convey the whole idea?
• Did you mix policy or tasks with the procedure?
• Do the Start and End define a true action?

To read more about planning and writing procedures, see HDI's focus book Get the Point: How to Write Policies, Procedures, and Tasks for Help Desks and Customer Support Centers by Ben Brigham. This book is available on the HDI eStore at www.thinkhdiestore.com.